Selected best papers from the 17th QMOD-ICQSS Conference

This eBook contains 14 of the best papers selected from the 17th QMOD-ICQSS conference.Chapter one focuses on a Comprehensive quality assessment of Czech higher education institutions, chapter 2 looks at the Nonlinear impact of online retail characteristics on customer satisfaction and loyalty and chapter 3 investigates service quality and customer satisfaction in liner shipping.Chapter 4 asks the question &quote;Do corporate sustainability practices enhance organizational economic performance?&quote;, chapter 5 looks at learning from criticisms of quality management and chapter 6 looks at developing schools as quality organisations.Chapter 7 looks at translating the EFQM model into the courts, chapter 8 investigates first evidences from &quote;lean & safety&quote; projects and chapter 9 focuses on integration of CSR principles in quality management. Chapter 10 investigates the effect of resistance in organizational change programmes, chapter 11 looks at service productivity as mutual learning and chapter 12 studies Samsung's journey to excellence in quality.The penultimate chapter investigates the paradigm shift to Business Excellence 2.0 and the final paper poses the question &quote;why is it suddenly so easy to change?&quote;.